IT Tech Support L2

The agent onsite here will be responsible for end user support. This requires impeccable written and verbal communication skills. The agent will be expected to handle all interactions in a courteous and timely manner.

The IT Tech Support L2 reports to the IT manager on site. This role is responsible for the troubleshooting and maintaining IT equipment on site. This equipment includes, desktops, laptops, smartphones, printers, fax machines etc. He/She is responsible for Monitoring, escalating and resolving support calls as per defined SLA & Quality definitions

Additionally, the IT Tech Support L2 is responsible for proactive maintenance of printers, fax machines & scanners. The IT Tech Support L2is responsible for ensuring all checks are completed as per the IT maintenance checklists. As needed, the IT Tech support L2 must contact vendor/manufacturer support to seek outside help to resolve issues.

Responsibilities
Troubleshooting and maintenance of End user, Mobile devices and basic telecom equipment.
Preemptive maintenance of End user, telecom & basic IT infrastructure equipment.
Ensure all end user and IT documentation is updated.
End user training for new / existing applications when needed.
Imaging new PCs & laptops and configuring them for end user use.
Escalation point of contact for help desk issues.
Represent local IT team for any local business critical IT issues.
Work with IT management teams to ensure ramp ups and new transitions requirements are handled promptly.
Manage the queue of the ticketing system.

Qualifications Minimum qualifications
BS/MS in information systems, computer applications or similar field preferred.
At least one Certification - A+, network +, CCNA, MCSE, MCP.
Minimum 5 years experience in IT service desk analyst role or user support functions

Preferred qualifications
Candidate should have experience in technical troubleshooting and resolving client desktop, 0365, MDM & network issues.
He or she must be proficient working knowledge of Windows 10, Windows7, 0365 apps and least one MDM solution.
Excellent oral and written communication skills
Set and meet expectations of end users
Assertive and able to work successfully in a fast-paced work environment
Ability to proactively work on problems of diverse scope
Ability to interact & follow up with offshore teams
Strong initiative, resourcefulness and follow-through
Exceptional organizational, prioritizing and multi-tasking skills
Ability to independently research problems and create solutions
Demonstrate High level of energy and flexibility
Willing to work extra hours when required
Understanding of basic scripting, application packaging and coding
Knowledge of the Microsoft Deployment Toolkit, Windows Deployment Services, Ghost Imaging
Office365 knowledge including Outlook/SharePoint/OneDrive/Teams
Must be proficient with MacOS / iOS
Ability to provide support to high level executives
Familiar with various video conferencing hardware/software

Physical Demands
Must be able to lift and maneuver heavy electronic equipment such as batteries for power systems, servers, printers and equipment that may exceed 50lbs.
Standing for long periods of time, crawling under desks, cubicles, equipment etc., or maneuvering in small spaces such as rack spaces, IT closets, server areas is required.